My Wife and I stayed at the property for 6 nights from August 6 to August 12. The Hotel is located in the beautiful and luxurious side of the island (Wailea). It is situated between Grand Wailea Hotel and Andaz, Four Seasons hotel is within a walking distance beside the Grand Wailea Hotel.
Upon arriving, you are offered a complimentary valet parking for 1 day.
We only booked the regular room for $247/night and because we were Elite members, we were upgraded to Partial Ocean View which was nice and free wifi. 2 choices of room were given to us, the 6th floor room which is in a building beside the parking lot or 2nd floor room beside the infinity (adult only) pool. We chose the one near the pool. If any future guest was given this option, always pick the one near the pool. To our surprise, it was not a 2nd floor room, our balcony is basically the 1st floor, with this, we can get to/from the pool from our sliding door. We had an unobstructed view of the ocean and the breeze.
The room featured a king bed, flatscreen tv, directv channels, sofa, coffee table, a solo seat, safe, iron, and ironing board. No carpets here, all tiles, we noticed that the tiles on the bathroom side was very waxy. We had to use the towels to somewhat wipe it off. The showerhead was showing it's age but still clean nonetheless.
The bed was too soft per my wife but was fine by me. All pillows are on the soft side so you'll need 2 of them to be comfortable.
Breakfast and Dinner are only served at the Mala restaurant which we did not eat at. Lunch is only served at the Kumu bar and grill which is located at the kiddie pool. We had lunch the day we arrived, pretty good food and drinks are awesomely delicious.
This hotel would've been perfect however as much as you'd like for it to be perfect, sometimes it really won't happen.
1st issue, on our way back to the room, the housekeeper was there cleaning our room, when we told her we're just going to get something, she "scolded" us for using the sunblock spray on the bathroom saying that we may fall or accidentally hurt ourselves. The way she told us was a little disturbing but we just let it go.
2nd issue, on our 3rd or 4th day, we woke up to a half dying cockroach which was still moving in the bathroom, we covered it with a towel and informed the front that there's a cockroach in the room and that we will leave the room by 9am so they can clean it. They offered to "spray" the room which we did. We did not raise hell, we just nicely informed them. No worries, I used to live in the Philippines and cockroaches were pretty normal to me.
3rd issue, on our last night, while shaving before dinner, another cockroach few past me and landed on the bathroom/shower door handle, I obviously killed it immediately. I don't know where it came from, probably behind the mirror. My wife now tried to talk to the front, I feel that the front desk girl wanted to do something immediately, she kept hanging up on my wife. This happened 3 times, she hanged up while my wife was going to tell her something. We asked for the manager and he was not available at the time so she told us the manager will give us a call. We were going out to dinner so We gave them my cellphone # to call. The first call to the front desk was approx 6:30-6:40pm, the manager called us around 7:45pm, an hour after our first call. He was apologetic and offered to comp dinner at Mala however we informed him that we are already out for dinner, he offered Breakfast for the next day however we're already going to check out and needed to be at the airport by 9am, so we declined the comp'd breakfast too, he offered to place a $50 credit on the room, we just said yes. Now let's see, the room is $247/night, daily resort fee is $30, and daily tax is $37. The manager offered me $50 which is less than 3% of the total bill? Seriously.
4th Issue. On our last day as well (11th), we decided to rent the $35 day bed at the infinity pool, service was great! Our server was very helpful, ordered pina colada, burger and fries. She came to fill out water fast! I mean, great service. We told her we'll be back by the afternoon as we have a spa reservation at Maui Zen Day Spa at 2pm. We got back to the bed by 4:30, lounged around to watch the sunset, this time we didn't order anything as we're saving our appetite for dinner. We finally asked her for some water at around 6ish, she said she'll get it, we're pretty thirsty by then, 5 minutes, no water, 10 minutes, still no water, 15 minutes, still no water. She already acknowledged twice by this time she didn't forget about us. I go into the pool to cool off, I see her walking around the pool getting last calls, getting bills, 25 minutes later still no water. I said, F this, i'm going to the room and get myself the damn water bottle. I got a cold one from the fridge and just drank from there. I placed the bottle on our day bed table on the pool and guess who decides to show up with 2 water? 2 water for 30 minutes? Did she became the opposite because we didn't order anything? Is it a prerequisite to order something to get a good service? At this type of hotel you shouldn't be asking to get good service.
Like I said, the hotel is in a great location, it's quiet and peaceful, service however is inconsistent.
We will be writing a letter to corporate regarding this matter. Next time we'll be in Maui, I might give Marriott another chance however I might just go with Four Seasons or Grand Wailea